Madison Hives
Central Coast,NSW
Summary
Proven leader with extensive experience in customer service management and team leadership, notably at Oz Hair and Beauty. Excelled in enhancing customer satisfaction and streamlining store operations, achieving significant improvements in team performance and inventory management. Skilled in POS systems and adept at fostering positive customer relations, consistently driving growth and operational excellence.
Overview
14
14
years of professional experience
Work History
Store Manager/regional Manager
Oz Hair and Beauty
Erina, NSW
08.2023 - 09.2024
- Managed daily operations to ensure smooth functioning of the store, maintaining a clean, safe environment for customers and employees.
- Managed inventory control, cash control, and store opening and closing procedures.
- Addressed customer complaints promptly and professionally, resolving issues to maintain positive relationships with clientele.
- Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
- Assisted with hiring, training and mentoring new staff members.
- Improved customer satisfaction through staff training in customer service and product knowledge.
- Maintained proper product levels and inventory controls for merchandise and organized backroom to facilitate effective ordering and stock rotation.
- Completed point of sale opening and closing procedures.
- Mentored new hires during their onboarding process, ensuring they were well-equipped to excel in their roles from day one.
- Rotated merchandise and displays to feature new products and promotions.
- Conducted regular performance reviews for staff members, providing constructive feedback and opportunities for growth.
Sales Rep
Ferrero Rocher
Central Coast, NSW
03.2022 - 12.2023
- Enhanced client satisfaction by addressing concerns promptly and providing exceptional service.
- Generated additional sales opportunities with upselling and cross-selling techniques.
- Expanded customer base through cold calling, networking, and relationship building.
- Increased sales revenue by identifying and targeting high-potential accounts.
- Maintained up-to-date knowledge of industry trends for informed decision-making during client interactions.
- Consistently met or exceeded quotas by implementing strategic sales plans and effective time management.
- Increased repeat business by fostering trust-based relationships with key accounts through regular communication.
Food and Beverage Attendant
The Crown Plaza Hotel
Terrigal, NSW
01.2022 - 11.2023
- Maintained clean and organized restaurant to comply with hygiene and health regulations.
- Cleared area, cleaned and wiped tables and chairs to remove residue and comply with hygiene standards.
- Greeted and seated guests to provide friendly and welcoming experience.
- Maintained clean and organized dining areas for an enjoyable guest experience.
- Developed strong relationships with regular customers, leading to increased loyalty and repeat business.
- Delivered exceptional service even under high-pressure situations, maintaining the highest standards of professionalism.
- Opened, poured and served hot and cold beverages to customers to complement food and dining experience.
- Handled cash transactions accurately, ensuring accountability and proper financial reporting at the end of each shift.
- Resolved customer complaints promptly and professionally, turning potentially negative experiences into positive ones.
Hairdresser
Self Employeed
Port Macquarie, NSW
12.2013 - 12.2019
- Supported reception desk, receiving phone calls, entering appointments, and collecting payments for services rendered.
- Enhanced client satisfaction by providing personalized hair consultations and recommending suitable styles.
- Kept work areas, tools, and equipment clean and properly sanitized to minimize disease transfer and health risk of shared environment.
- Promoted a safe work environment by adhering strictly to sanitation guidelines set forth by state regulations and salon policies.
- Maintained a clean and organized workstation, ensuring a comfortable and professional environment for clients.
- Shampooed, conditioned, and rinsed guests' hair using salon-exclusive products while educating clients on product benefits to increase product sales.
- Developed strong rapport with clients through excellent communication skills, resulting in referrals and positive reviews.
- Built strong and lasting rapport with clients through consistent delivery of requested services and exceptional results.
- Trimmed, cut, and shaped hair and hairpieces based on customer preference.
- Managed appointment scheduling efficiently, maximizing daily bookings while minimizing wait times for clients.
- Processed payments, entering sales in register for prompt customer service.
- Boosted salon revenue by upselling hair care products and services based on individual client needs.
Apprentice Hairdresser
Streamline Hair Design
Port Macquarie, NSW
01.2011 - 12.2013
- Assisted hair stylists with colorwork by applying base colors and toners.
- Assisted front desk by answering phone calls, taking appointments and checking clients in.
- Maintained a clean and organized work area, adhering to strict sanitation guidelines for health and safety purposes.
- Helped get clients' hair ready for treatment by shampooing and conditioning at wash station.
- Performed basic housekeeping duties such as sweeping, taking out trash and collecting dirty linens for wash.
- Assisted senior hairdressers in complex tasks, ensuring smooth salon operations and timely service delivery.
- Assisted hairdressers with cutting, coloring, and styling hair to maintain salon workflow efficiency.
- Enhanced overall salon atmosphere by contributing to a positive work environment and fostering strong team dynamics.
- Offered exceptional service and support to walk-in and scheduled customers.
Education
Certificate III -
Port Macquarie Tafe
Port Macquarie, NSWSkills
- Customer Service
- Problem-Solving
- Customer Relations
- Multitasking and Organization
- Store operations
- Customer Service Management
- Training and mentoring
- Store Opening and Closing
- Team Leadership
- Friendly and Positive
- Outstanding communication skills
- Team leadership and coaching
- Inventory Management
- Store Merchandising
- Cash Management
- Shift Scheduling
- Recruitment and hiring
- POS Systems
Timeline
Store Manager/regional Manager
Oz Hair and Beauty
08.2023 - 09.2024
Sales Rep
Ferrero Rocher
03.2022 - 12.2023
Food and Beverage Attendant
The Crown Plaza Hotel
01.2022 - 11.2023
Hairdresser
Self Employeed
12.2013 - 12.2019
Apprentice Hairdresser
Streamline Hair Design
01.2011 - 12.2013
Certificate III -
Port Macquarie Tafe